My Fitbit Sense is lost in transit

[MOCarter]

I posted here some weeks back that my Sense battery was draining so fast that the battery last between 2 to 3 days even when I'm sleeping. I called Fitbit customer service and was given a shipping label to return everything including the box for a replacement. I shipped the sense on December 2nd. I've called Fitbit customer service 3 times and the last time they told me there's nothing they can do as long as the package is in transit. The package is been in Chino CA since December 13th and Fitbit said they won't do nothing. I spoke to a supervisor and begged her to call FedEx to find out why the package is stuck in Chino, CA since December the 13th, she said, there's nothing Fitbit can do but to wait till its been delivered. I finally called FedEx this morning, Sunday, December 20, which is wedding anniversary  to find out why the package is still in Chino CA since on the 13th. FedEx said, its been there for seven days now, I should go to fedex.com to file a claim. The last time I spoke to Fitbit customer service, they said the only time they can give me a replacement, if they don't get the package is when the shipping status says "pending"  I don't know what to do right now. I dont know how long it will take after filing a claim to get my replacement. I dont know, if I file a claim, I'll get my Fitbit Sense. And If I file a claim with FedEx, Fitbit may say, "sorry, it's out of our hands, you're dealing with FedEx now, there's nothing we can do", which is what I've been getting from Fibit since the Sense replacement shipping thing started. I need your advise on what to do. Should I call Fitbit first before filing a claim? 

[MOCarter]

Shipping status is now "pending."

This experience has drained me.

[SunsetRunner]

I’m sorry to say this, @MOCarter , but I urge patience. FedEx, the USPS and all the shipping companies are facing unprecedented demand because of so many shopping online to avoid covid exposure. I’m getting the same message on packages in transit from other retailers, too. It’s a bad situation but there is not much we can do until the shippers get caught up after the holiday rush. 

On a side note, congratulations on your 12/20 wedding anniversary. Mine is the day before. I got an IOU from my husband. My  present is ... you guessed it ... in transit. 

[MOCarter]

Happy anniversary. The status have changed from intransit to pending. I know for sure my Sense is lost. Thank you for your kind words. 

[Lla8486]

Did you ever get this resolved?. Mine has been in transit since September 18th 2021, it's gone from Florida to California and every state in between and last "update" still in transit to Chino.  I called FedEx and was told it's lost and Fitbit says "according to them they show delivery today by end of day " I have a claim # now from Fitbit given to me by Gabriel who said to call on the 13th if it doesn't say delivered. 

I'll never buy from Fitbit and will for sure tell my story to anyone looking to purchase a Fitbit 

[Falequeen]

Hey OP, did you ever get this resolved?  My Charge 5 has been in transit to Fitbit for 'replacement' since late October.  My FedEx delivery status says 'Pending' now (was supposed to be delivered 8 days ago) in Chino, CA.  At this point I just want my money refunded, as, like Lla8486, I've given up on Fitbit after this experience.  I Love my new Garmin Fenix 6 Pro though, can't recommend it enough.

Email responses from Fitbit have been seriously lacking, so I guess I'll be calling them tonight to try and get this resolved.  

[Lla8486]

My FITBIT is lost with no expected delivery date. FITBIT refunded me the cost of the sense. They need to research a better way to receive the returns instead of their current process.  Good luck and I feel your pain 

[Ksrwhite]

Did anyone find a way to resolve this issue? 
I’m having the same problem. Dropped off Nov 6 and traveled back and forth between Chino and various other states for weeks, now stuck in Chino saying pending. FedEx said Fitbit would have to contact Smartpost (the company who handled the return) And the Fitbit support team doesn’t care. They just keep telling me they’ll process the return whenever it arrives, because it’s already in transit. So sad. It was a gift from my dad that I had only a few weeks before it broke. 

[MOCarter]

I did received it finally. Thank youRegards,Meg Carter"A Candle Looses Nothing By Lighting Another Candle."                  - James Keller

[Lla8486]

My issue finally got resolved with a little help from legal. . Then a couple of weeks later it was in the news that over 3k packages were dumped in an Alabama ravine.  But FITBIT did come through. 

[MOCarter]

Wow. This is terrible. Bad customer service and all. If fitbit is selling an item of that worth, the least fitbit can do is use expedited shipping instead of standard USPS mail. They can do better. Regards,Meg Carter"A Candle Looses Nothing By Lighting Another Candle."                  - James Keller

[Ksrwhite]

I called them this morning and actually got it resolved. They’re shipping me a replacement that’s already in the mail. 
I think the customer service team that responds to warranty emails is either automated, or told specifically to reply from a set pool of responses. A few times, their response was repeated exactly, the same general “check the tracking number and we will process your return 5 days after it arrives at our warehouse” no matter what I had said about FedEx being unable to deliver it. 
Still terrible customer service, but at least they can resolve things once you talk to an actual human. I suggest anyone else with this problem call Fitbit as soon as possible. 

[Shuttmk]

@Ksrwhite 

What number did you call? I have the same issue happening now and when I call in it's literally no better than the emails. They're clearly reading off of a prompt, they don't care at all and there's no one they can escalate the call to. My package is clearly lost, it was defective out of the box, I'm out $200+, and I'm beyond frustrated. 

[Ksrwhite]

So sorry that’s happening. How frustrating! I called the standard customer service line: 877-623-4977 during normal business hours.
The package had at that point been lost for about a month, so maybe they have a minimum wait time before they’ll act? Or maybe I just got a good representative? 
Either way they definitely need a new return shipping logistics company.

[NewGuy555]

If you have packages that are transiting thru several cities in Cali, you'll be please to know that thieves have been figuring out where trains stop nearby their houses, where they will casually stroll over to the 'mobile mall' (the train) to go through the cars to pick out packages that look like they contain valuable goods.  Doubt me ?  Look it up.  If you have a package that appears to be stuck for more than a few days, it's entirely likely it got pulled off in transit, and is lost.  Don't wait weeks, your packages don't take *that* long to go coast to coast.  Good luck if you have something stuck in transit, and stay aware of where you are getting stuff shipped/received.  Sadly Cali remains the gateway to China and far east where most electronics are made, so many of these companies are located there, which makes avoiding the problem even harder.

[Shuttmk]

Thank you so much for your reply!!

[bigfatturtle]

I'm in the same boat. Return package has been in transit for 50 days. Been to Chino multiple times with shifting delivery dates. Fedex Smartpost prohibits me from filing a claim to even confirm if the package is lost. Fitbit refuses to initiate a claim because they see it's still in transit even though it's been 50 days. Support also claims it's out of our hands and we're only support. They won't escalate to the appropriate department until Fedex updates the status. Here's the kicker, the Ionic was recalled nationwide through this ordeal.

If anyone can help I would greatly appreciate it.

[Ksrwhite]

Try calling the standard customer service line: 877-623-4977 during normal business hours. And I guess just keep calling until you get someone in support willing to help. Because they absolutely can solve the problem, especially after 50 days. I got the run-around with support reps over email too until I called directly, but the first customer service rep I actually talked to on the phone marked it as lost and put in an order for a new one immediately. I got the replacement within two days. 

[MOCarter]

I don't know what the problem is with Chino. When an item get to that city, it's like they take their time to process the item. Mine was there for more than a month. When it left there, it wasn't long before I received it. 

Fitbit should do better. With what we're paying for a Fitbit smart watch, the least they can do is give us expedited shipping. If they don't do something, they'll lose most of their customers.

Before I got the sense, I wear my smart watch all the time except when I take bath or charging. Never had problem with them. The sense is different. I get burnt mark whenever I wear the sense. I don't get to enjoy the sense like the other Fitbit watches I've used. I can't wear my sense all the time because I'm sensitive to the band.

Maybe, I may get to try the Samsung smart watch.

[SunsetRunner]

It’s been an exercise in frustration. This is the worst return service I have ever experience. Other companies will refund after 14 days when they see an item stuck in a shipping loop.